Rising demand boosts need for semiconductor firm to build integrated customer experience [Video]

Insights

• The semiconductor industry is experiencing high demand due to technological advancements, prompting the need for improved customer service.
• A leading semiconductor manufacturer’s legacy customer support system led to long resolution times prompting it to adopt technology transformation.
• Transitioning to a modern customer experience center significantly improved efficiency for the company.
• Automation-first was established as the first principle to be leveraged for all opportunities of process improvement at the customer experience center.
• Adding more features to the customer experience platform, such as automated customer engagement and a comprehensive learning portal, further enhanced customer satisfaction.

The semiconductor industry is experiencing a substantial increase in demand, driven by generative AI applications, requirements from the automotive industry, 5G, and internet of things (IoT) technologies. This surge in demand is great news for the manufacturers, but it also highlights the need for improved customer service.

Historically, as a business-to-business (B2B) entity, the semiconductor manufacturing industry had limited direct interaction with end customers. Consequently, their …